L1 Customer Service Supervisor - 12 months (3rd Party Contract), ShopeePay
Shopee
Date: 2 weeks ago
City: Remote
Contract type: Contractor
Remote
Job Description
- Oversee daily L1 operations across chat, voice, and email channels for ShopeePay and Monee
- Ensure agents strictly adhere to SOPs and escalation frameworks
- Monitor SLA performance, queue health, and ticket backlogs
- Ensure cases are resolved at L1 where applicable, and escalated to L2/L3 accurately and in a timely manner
- Conduct daily briefings, coaching sessions, and performance reviews
- Ensure adequate staffing coverage for each shift
- Ensure compliance with regulatory and data handling requirements
- Track and report L1 performance metrics, including escalation trends
- Identify gaps in SOP adherence and drive process improvement initiatives
- Coordinate with internal Operations teams to ensure quality handover for escalations
- 2–4 years in BPO / Contact Centre, with L1 operations experience
- 1–2 years in supervisory role
- Good understanding of ticket triaging and escalation frameworks
- Experience in multi-channel support (chat/call/email)
- Exposure to fintech / regulated environments preferred
- Must be able to work flexible rotational shifts and manage team coverage across all operating hours
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